What We Learned from Visiting OpenAI, Amazon, Goldman Sachs and Other Global Industry Leaders
How global insights are helping us build a better experience for our clients at Leading Advice.
At Leading Advice, we’re strong believers that great advice requires continuous learning.
Recently, I had the opportunity to participate in the EmpowerHer Limitless Study Tour, visiting leading organisations across San Francisco, Silicon Valley, Seattle and New York, including OpenAI, Snowflake, Amazon, JP Morgan, Goldman Sachs, KKR, FNX, Franklin Templeton and T. Rowe Price.
While each business operate in a different industry, there were several common themes that emerged throughout the trip. The most exciting part was seeing how many of these lessons can be applied to improve the experience we deliver to our clients.
Technology Should Create More Time for Clients
One of the most consistent messages we heard was that technology should not replace people.
The most successful organisation are using artificial intelligence and automation to remove repetitive work so their teams can focus on activities that create the most value.
For is, that means using technology to:
- Reduce administration
- Improve efficiency
- Streamline workflows
- Access information more quickly
- Free up more time for client conversations
Our goal has never been to replace human advice.
Our goal is to use technology to help us provide even better advice.
Personalisation is Becoming More Important
Another major theme was the growing importance of personalisation.
Clients increasingly expect experiences that reflect their:
- Goals
- Family circumstances
- Life stage
- Values
- Preferences
The best businesses in the world are finding ways to deliver highly personalised experiences at scale.
For Leading Advice, this reinforces the importance of taking the time to understand what matters most to each client and tailoring advice accordingly.
No two clients are the same, and their advice experience shouldn’t be either.
AI Is Changing How Businesses Operate
Artificial Intelligence was a major discussion topic throughout the study tour.
What stood out most was that organisations are moving beyond simply using AI as a writing tool.
They’re using AI to:
- Improve research
- Analyse information
- Automate workflows
- Generate insights
- Support decision-making
For advice businesses, this creates exciting opportunities to improve efficiency, consistency and responsiveness.
Importantly, every organisation emphasised that human judgement remains critical.
Technology can support decisions, but accountability, experience and professional judgement remain firmly with people.
The Future of Advice is Still Human
One of the most interesting observations was that despite all the discussions about AI and technology, many conversations ultimately returned to the same conclusion:
Trust remains the most important asset.
Whether we were speaking with wealth managers, technology leaders or investment professionals, the consensus was clear.
People still want:
- Guidance
- Reassurance
- Accountability
- Empathy
- Human connection
This is especially true when making important financial decisions.
Technology can improve the process, but relationships remain at the heart of great advice.
Continuous Improvement Benefits Our Clients
The study tour reinforced our commitment to challenging ourselves and continually looking for better ways to serve our clients.
Some of these areas we will continue exploring include:
Improving Client Communications
Making information easier to understand and more personalised.
Streamlining Internal Processes
Reducing unnecessary administration so our team can focus on client outcomes.
Using Technology Responsibly
Identifying practical ways technology can enhance efficiency while maintaining strong governance and privacy standards.
Enhancing Client Experiences
Creating smoother, more proactive and more engaging interactions throughout the client journey.
Investing in Our Team
Continuing to develop the skills, knowledge and capabilities of our people.
Looking Ahead
The greatest lesson from the entire study tour was surprisingly simple.
Technology will continue to evolve rapidly.
Markets will change.
Client expectations will change.
But the businesses that succeed will be the ones that combine innovation with strong values, trusted relationships and a genuine focus on helping people.
At Leading Advice, that’s exactly what we aim to do.
We’re excited about the opportunities ahead and look forward to bringing many of these insights into the way we serve our clients and support our team.
Because the future of advice isn’t less human.
It’s more human, supported by better technology, better systems and better experiences.
Katrina Haskew
Financial Adviser | Leading Advice